Monthly Archives: July 2004

Beware Shopping at Carrefour

Warning! When you shop at Carrefour Hypermarket, make sure you verify all prices before paying at the checkout counters if you don’t want to torment yourself with the hassle just to get a refund. Make sure you check :mad:

We were hurrying to leave when I decided to run into the supermarket to pick up a couple of items from the frozen food section. I noticed an offer price board hanging above the Kings ice-cream. The promotional price for this item normally ranged from RM5.99 to RM6.99 so when I saw RM6.19, thought it was still a good buy and added it into my shopping cart.

Before I left the cashier, I glanced thru the receipt and noticed being billed RM7.45 for the ice-cream instead of RM6.19. :?: I immediately pointed it out to the cashier. She said she had to go with me to the spot where the product and price was displayed to verify. However I had to wait for her to attend to a few more customers before she closed the counter. When we reached there, I took a closer look at the big price board of RM6.19 and noticed that below it in small print (only about 1/5 the size of the price) that it was for a different item. But it was very misleading. Firstly, this big price board was hung directly above the Kings ice-cream. The actual item was actually stored two compartments away. Secondly, the description of the item offered at RM6.19 was in such fine print that one could easily be mistaken (like yours truly). I apologised to the cashier that I mistook the price. But for the price of RM7.45, I wanted to cancel the item for a refund. To my surpirse, she told me “No returns for ice-cream products”. I told her It was ridiculous as I had not even left their cashier counter yet. She then asked one of the staff at that section who said “Boleh” (i.e. can).

We walked back to the check-out counter. The tub of ice-cream was left at the counter for almost 15 minutes already. Out of concern, I told her that it was best to quickly put the tub back into the freezer before it started to melt. She did not respond but kept asking me why I wanted to cancel the item. I reiterated that it was because the price was not what I thought to be. After being subjected to feel like such a sin to return an item, I thought I could just wait for her to process the refund. Wrong! I’d yet to experience the best customer treatment! :mad: She told me to take the receipt together with the tub of ice-cream to Information Counter to get a refund. Well, you know the size of hypermarkets and the distance to walk from one place to another. When I asked her for directions, she just said upstairs near the entrance. I wanted to go back into the supermarket and then up their escalator to save some distance but to my anguish, she refused and told me to walk from outside which meant practically going around the complex to reach the other end. By now I was very annoyed. Imagine the torment of carrying the tub of ice-cream in my bare hands (didn’t even give me a plastic bag) which by now was dripping with water, walking all the way upstairs and having to ask for directions to find the place. :twisted: When I finally reached the Information counter, I was subjected to the same interrogation “Why you want to return?” One of the staff flipped open one corner of the cover to check (maybe hoping to find a tub of ice-cream water), then sluggishly :yawn: took out a form, filled out the amount and the date at snail pace, passed on to me to complete the name, address and signature. After scrutinizing the form, he finally took out RM7.45 and gave it to me.

Maybe this is Carrefour’s tactic to discourage or even deter customers from asking for refund. Imagine if there were pricing discrepancies of small amount of few cents or even a dollar, most people would rather forego the claim rather than having to go thru the torturous procedure to get the refund! :frusty:

No one or no system is perfect. It is not uncommon to experience wrong pricing being input into their systems. My experience with some other supermarkets is, if there was a price discrepancy or cancellation of items, the cashier would not be authorised to do any adjustments for security issues. However, a supervisor would be on duty at all times to authorise adjustments on the spot. With so many hypermarkets mushrooming there should not be short of choice to shop where customers service is paramount.

PUAS customer service is definitely NOT puas

Follow up from our previous visits to Puas Bhd we did a simple test to verify if there was a leakage. We shut off all the valves in the house and found the meter still running at top speed. (This only happened after Puas Bhd came to replace the water meter and obviously they had damaged the pipe when replacing the meter). :mad: Since there was still no action from PUAS Berhad (as expected) and with the meter spinning at top speed, we decided to quickly call in the contractor to check out the problem. Puas Bhd’s meter reader finally turned up and gave a report on May 25 by which time we had already finalised arrangements with the contractor to immediately help fix the problem within a day.

Meantime, a report came from Puas Berhad stating that the new meter was working properly, that the problem was due to pipe leakage and that the owner was supposed to engage a contractor authorised by PUAS Bhd to do the repair (truly don’t see the reasoning for this). Anyway, by the time the report reached me, the repair was completed (I rushed the contractor to give me priority in view of the serious leakage). I quickly contacted Willy again (as he seemed to be the only helpful and intelligent staff in Puas Berhad that I’ve spoken to thus far) asking him how I should go about appealing for a rebate on the hefty bill which was thru no fault of mine. He advised me to officially write in and go personally to see an Encik Saharuni, the Head of Meter.

On June 2, we were at PUAS Bhd office again in PJ. We waited for about half an hour before we managed to meet Encik Saharuni. Well, he looked pleasant and accommodating (warning :!: Can be deceiving ‘cos ‘nice’ not necessarily equate to “action”). We explained our problem to him. Next he called up our account from his PC. After looking at the amount, he said that there were numerous such cases and starting this year, PUAS Berhad had decided to stop entertaining such appeals. However, when we handed him our written appeal, he told us that he would investigate and discuss with his boss. He added that supporting documents like invoices of repairs, together with photos to show the consumer’s cooperation and prompt action in stopping leaking pipes would further support the appeal. We were eager to quickly hand in supporting documents the following day to speed up the process. But had to wait till the following Monday as he would be away the next few days. I walked out of his office with renewed hope and a positive view of PUAS Bhd…alas! how gullible! :roll:

Punctually, we brought the invoice (caused me a RM2,500 dent in my pocket to relay the piping:mad:) plus photos to Puas Bhd on Monday, June 7. As he was not in his room, I called Willy who promptly came to meet us. He suggested we see the Head of Audit (Saharuni’s superior) who could give us an immediate answer, which would be even better. While waiting, Saharuni came back. He took the documents from us and told us to go back. Let him discuss with his boss and would get back to me by end of the week. Despite my offer to contact him, he insisted that he would call instead so I highlighted that my cell phone number was printed on my appeal letter.

The end of the week came and went by without any call from anyone from Puas Berhad. Well, he might be busy so let’s give some allowance. :?: Another quiet week went by. I finally picked up the phone to call Saharuni of Puas Bhd and guess what! he didn’t remember me at all (but I could excuse that since I might be just one of the many faces he could be meeting everyday over such issues). However even after giving the necessary references to my account, he didn’t recall a thing. :shock: So I diligently refreshed him. His reply was the familiar “Puas Berhad no longer accommodate such appeals from this year onwards. Nevertheless I’ll bring it up at the next meeting”. But I doubted if he had the slightest recollection of our meetings nor sounded if he sincerely wanted to seriously consider my case. One thing he succeeded very well – he helped pushed my rating of PUAS Berhad to a perfect ZERO. :twisted:

By now, I already knew that nothing would be done. :neutral: All the meetings and conversations were just a show. When I called him again, he said my appeal was turned down. I told him I was not satisfied with his answer. He replied that if I still wished to pursue the case, then I should see the Chief Engineer at Puas Bhd HQ. Obviously he was just passing the buck. :mad:

Refusing to admit defeat as yet, I rang Willy to verify if Saharuni did bring up my case. He said he believed Saharuni did try (of course he couldn’t say otherwise). However, a lot of things were no longer within the jurisdiction of their branch. Apparently the Chief Engineer was the top person at PUAS Berhad. As such, it would be pointless to go to that level as he wouldn’t be bothered to entertain such customer complaints. He felt it would be wiser to see their Head of Customer Service at HQ instead. Throughout the ordeal, Willy had been the most helpful and accommodating staff we’d met at PUAS Bhd (very likely the one and only valuable staff at Puas Bhd PJ). We truly appreciate all his support and help … Kudos Willy. :wink:

Follow up to this article
PUAS still a long way from puas

Previous articles
PUAS never fail to make you TAK PUAS
Langsung Tak Puas With PUAS